Business and Client Support Apprentice

Summary

This is an exciting opportunity to step into the world of business and customer support. As part of your role, you will work closely with the team and senior management ensuring business operations run smoothly. You will be working individually, dealing with customers to spearhead projects whilst completing admin tasks alongside this.

Annual wage

£12,480 a year

Minimum wage rates (opens in new tab)

We can offer increases in pay according to performance

Training course

Customer service practitioner (level 2)

Hours

Monday to Friday 9am - 5pm

37 hours a week

Possible start date

Monday 30 September

Duration

1 Year

Positions available

1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Answer telephone calls and deal with enquiries, delivering messages to appropriate persons
Booking support sessions and meetings
Growing knowledge
Dealing with customers through email interaction
General office administration
Undertaking other duties as requested by mentor
Maintaining a database of customer information
Escalating enquiries to the appropriate team, when necessary
Build trust with customer accounts through open and interactive
communication
Manage customer bookings
Follow communication procedures, guidelines and policies

Where you’ll work

Unit D4

Phase 4

Plymouth Science Park

18 Davy Road

PL6 8BX

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

CITY COLLEGE PLYMOUTH

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.

Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or

Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.

Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.

Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.

Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.

Demonstrate patience and calmness.

Show you understand the customer’s point of view.

Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.

Maintain informative communication during service recovery.

Your training plan

Full Customer Service Practitioner Standard - Level 2
On-The-Job training to support job role/development
Off-The-Job training to support qualification requirements (College attendance at Plymouth Training Centre)
Employer will allocate dedicated training time for Off-The-Job training as required for the qualification
Functional Skills support - maths/English - if required

Requirements

Desirable qualifications

GCSE in:

English (grade 4)
Maths (grade 4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Presentation skills
Administrative skills
Team working
Initiative
Non judgemental

About this company

The Inclusivity Group is a company committed to delivering comprehensive, person-centred and expert services nationwide to deaf, disabled and elderly individuals and the services that support them. Our vision is to enable and empower people to be able to engage, interact and feel valued by society – and our mission is to ensure everyone can be equal and active members of their community. We achieve this through our three companies Complete Communication, Complete Training and Complete Independence. At The Inclusivity Group, the well-being of our staff is a top priority for us. To ensure this is achieved we have signed up as a Mindful Employer and are Disability Confident Leaders. Our staff rewards include but are not limited to the following: Employee Assistance Programme offered to all staff, regular free theatre tickets are offered to staff and family, discounted gym membership, weekly 'team building activity' - all leave the office and complete a non-work related activity together, casual Fridays at work.

https://www.completecommunicationltd.com/ (opens in new tab)

After this apprenticeship

As a company we are always looking to upskill our staff within the
organisation and find areas in which they are particularly passionate.
For the appropriate candidate, upon successful completion of the
apprenticeship we can offer them a permanent position within our company as well as the opportunity to undertake a higher apprenticeship should they wish to.

Ask a question

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